Client Services and Desktop Support Officer
Summary
First/second-level helpdesk and desktop support role at the Housing Industry Association in Osborne Park, Perth. The officer inducts members and staff onto HIA applications (website, Contracts Online, CRM), supports the Windows desktop fleet, VPN access and the Webex phone system, using a Microsoft stack (Active Directory, Exchange, O365).
Based in Osborne Park
Full time, permanent role
Leading National Industry Association, celebrating 80-years of operation
Exceptional work culture
Generous employee benefits & flexibility offered
The Housing Industry Association is Australia’s peak residential building industry body. Our primary role is to represent and advance the interests of our members.
We are looking for a Client Services Application and Desktop Support Officer who provides support, inducts HIA members and Staff to the applications, and supports HIA’s desktop fleet.
This position reports to the IT General Manager within the IT Services team and is responsible for the day-to-day inductions, support and problem resolution of HIA’s applications and desktop fleet that are available for members and staff. This role requires a strong customer service focus and excellent communication skills.
Key responsibilities for this role will include:
Applications Support :
Provide first/second level helpdesk support to HIA staff and Members
Provide member with an introduction of HIA applications, included but not limited to the following:
HIA website
Contracts Online
CPD Diary (NSW and TAS members)
Provide HIA staff with introduction of HIA applications this includes but limited to the following:
HIA website
Contracts Online
CRM
Assist with remote access (VPN and Cellular APN)
Ensure that all requests are resolved in a timely manner
Ensure that issues that cannot be resolved in a timely manner are raised with the IT General Manager
Record and track all interactions with staff and members through IT services helpdesk system
Support IP Telephony/Webex national phone system
Undertake problem analysis whilst ensuring staff and members are kept informed continually of the status of their issue via a daily email update
The successful candidate will be able to demonstrate:
Knowledge and experience with Microsoft products and services such as Windows server, Active Directory, Exchange, O365
Experience with desktop OS/applications such as Windows 11, Office 365
Desirable knowledge:
Knowledge of Microsoft Sharepoint
Knowledge of LAN/WAN environment.
Knowledge of HTML
Knowledge of virtualisation technology (Hyper-V preferred